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Gilt / refund - unresolved est.9/11/18

1 New York, NY, United States
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I am beyond annoyed and am now infuriated with how my return process has been with gilt. I have spent 4+ hours on the phone holding and waiting and explaining my situation - albeit the customer service technicians are nice and pleasant and empathetic, their inability to solve problems makes me question their incident management. I have emailed countless times with the same responses... all resulting in no outcome or resolution. I found a watch online but the description was vague so I called to get additional specifications but the CSR didn't have the details, like what mm it was (which is beyond me) but I saw the 30 day return policy and figured I would take a chance, on Sept 11, 2018. It said 3 weeks to arrive so I called again after the order was placed and still they weren't able to verify the specifications. I finally got a response back from an email and it turned out to be too small for me so I immediately wrote back and said okay cancel it - I needed 39mm or above so I do not want the item - save the shipping cost and headache. They said it's too late (even though the item hadn't even been received at their warehouse) so I was promptly sendt a return label so I could ship it back as soon as I received it. I did just that and the order took about 8 business days to arrive back to them. So after countless follow ups they finally confirmed my order was received Oct 5, 2018 and my refund would show up 7-10 business days after. I kept looking and there was no refund so I called and emailed and followed up only to receive the same response verbally and written - that by Oct 19, 2018 it was guaranteed I would see the refund. I was proactive and then did a Hail Mary and spent 30+ minutes Friday evening because my credit card bill was due Oct 21, 2018 and I was banking on the refund so I spent time Sunday with a supervisor who informed me the item was supposed to go to their customer not to gilt so they were waiting but that's not my fault. She assured me she would "pass me over" since she wasn't working the next day. So if a supervisor can't handle my problem as an escalation point "who can"? so fast forward.. my credit card wasn't paid in full, I got hit with a late fee and interest. I just spent time with a nice man who said no supervisor was available and put me on a call back list. If this wasn't a high ticket item I wouldn't be as adamant but I am so frustrated and have been kind and patient but enough is enough!

Oct 23, 2018

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